**Company Description**
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client's business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.
Major Responsibilities:
- Communicates with employees and customers to ensure prompt and courteous attention to all questions regarding products and services. Responsible for knowing the intricacies and compliance standards of all key benefit management programs
- Works with the compliance department to investigate complaints and correct mistakes. Handles and reviews disciplinary actions directly with employees, i.e., verbal warnings, records of discussion, and formal disciplinary documentation. Continuously coach the team to ensure the individual and team performance goals are achieved. Manage team performance, provide effective coaching and constructive feedback to subordinates, performs administrative tasks for Operational support
- Managing staff development and welfare, administrative tasks
- Serves as a point of escalation for procedural and technical issues and coaches' staff regarding how to effectively resolve the issue(s). Tracks and monitors team performance and provides feedback. Conducts formal performance evaluations of direct reports, as well as prepares and communicates performance reviews and development recommendations. Highly motivated self-starter who works independently using all available resources, policies, and procedures to work effectively and meet deadlines in an atmosphere of multiple projects and shifting priorities
**Qualifications**
Qualification - Minimum Academic Qualification (Degree): College Graduate
- Minimum work Experience (in months or years):o Minimum 2 year Supervisory experienceo Minimum 1 year Healthcare experience preferred
- System working knowledge is required; computer experience is desirable.*With relevant experience in handling a teamProficient in English
- Persuasive communication skills
- Prior customer service experience
- Knowledge of customer service and sales processes
- Strong etiquette and customer focused skills
- Planning and organizing skills
- Result oriented
- Ability to analyze data and communicate in an effective manner
- Problem Solving and Innovation